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JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
Jurnal Pengurusan
JAWHAR
Vol 10, No.2, 2016
LEMBAGA EDITOR
Penasihat
YBhg Datuk Haji Anan bin C Mohd
Ketua Pengarah,
Jabatan Wakaf, Zakat dan Haji (JAWHAR)
Jabatan Perdana Menteri
Ketua Editor
Tn Ahmad Musadad bin Hj Sulaiman
Timbalan Ketua Pengarah,
Jabatan Wakaf, Zakat dan Haji (JAWHAR)
Sidang Editor
En. Mohd Faizal bin Ab Hamid
TnHj Abdullah bin Hj Abdul Rahman
Pn Siti Zaida binti Mahmod
Bahagian Penyelidikan dan Kerjasama Antarabangsa
Jabatan Wakaf, Zakat dan Haji (JAWHAR)
Penerbitan
En Saifol Iskandar bin Md Kassim
Pn Noor Azura binti Zainal
Bahagian Penyelidikan dan Kerjasama Antarabangsa
Jabatan Wakaf, Zakat dan Haji (JAWHAR)
JURNAL PENGURUSAN JAWHAR 1JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
JURNAL PENGURUSAN JAWHAR
KANDUNGAN
Kata Aluan Ketua Editor
UMRAH: LURKING THE BUSINESS PROFITABILITY AND
ERADICATING FRAUDULENT IN THE INDUSTRY
Mohd Faizal bin Ab. Hamid, Norhayati Mohd Idris
PERLAKSANAAN IBADAT HAJI PAKEJ AL-MAAS: HUKUM
DAN CADANGAN
Mohammad Nidzam bin Abd Kadir
ZAKAT: OPTIMUM ECONOMIC AID
Roshaiza Taha, Muhammad Faris Zulkifli, Mohd Rodzi Embong,
Mohd Nazli Mohd Noor
HUKUM PELAKSANAAN WAKAF TUNAI MENURUT
PANDANGAN ULAMA
Ahmad Rijadluddin bin Mohd Ramli
THE DEVELOPMENT OF WAQF PROPERTIES: A VIEW FROM
SAUDI ARABIA COUNTRY
Algathama Helal Ghazi H. Hydzulkifli Hasim Omar, Mohd Fauzwadi
Mat Ali, Mohd Solehuddin Shuib
ZAKAT IN A NUTSHELL
Roshaiza Taha
2 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
KATA ALUAN KETUA EDITOR
Alhamdulillah, Jabatan Wakaf, Zakat dan Haji (JAWHAR) merakamkan setinggi
penghargaan kepada semua pihak yang terlibat dalam penerbitan Jurnal Pengurusan
JAWHAR Vol. 10, No.2 2016 ini. Penerbitan Jurnal ini merupakan sebahagian daripada
usaha memantapkan fahaman masyarakat terhadap bidang-bidang teras di bawah
seliaan JAWHAR. Jurnal Pengurusan ini mengandungi enam penulisan terpilih yang
mengupas segenap segi kajian berkaitan bidang wakaf, zakat, mal dan haji.
Artikel pertama merupakan kajian yang dijalankan oleh Mohd Faizal bin Ab. Hamid
dan Norhayati Mohd Idris yang bertajuk Umrah: Lurking The Business Profitability
And Eradicating Fraudulent in the Industry menjelaskan tentang ibadat umrah yang
merupakan faktor pembangunan ekonomi negara. Artikel ini juga memberikan
maklumat mengenai industri yang berkaitan umrah, langkah-langkah yang perlu
diambil untuk mengenal pasti syarikat-syarikat pengurusan pakej umrah yang sah dan
berdaftar. Pada masa yang sama, penulis memberi pendekatan terhadap isu penipuan
pakej umrah dan asas-asas Muamalat dalam umrah bagi memberikan pemahaman
yang lebih mendalam kepada pembaca.
Artikel kedua berkaitan Perlaksanaan Ibadat Haji Melalui Pakej Al-Maas yang memberi
maklumat mengenai tawaran pakej haji yang dibuat oleh pihak Tabung Haji Travel
and Service (THTS) yang mengambil masa lebih singkat berbanding pakej-pakej haji
yang lain. Artikel yang ditulis oleh Mohammad Nidzam bin Abd Kadir ini bertujuan
untuk menilai tatacara pelaksanaan ibadah haji menerusi pakej Al-Maas dalam aspek
hukum fiqh dalam mazhab Syafii sama ada ibadah haji melalui pakej ini menepati
hukum syarak atau tidak. Penulis juga turut memberikan beberapa cadangan agar
lebih banyak objektif ibadat haji boleh dicapai jemaah haji memandangkan ibadah haji
sangat mulia di sisi Islam.
Artikel ketiga adalah sumbangan Roshaiza Taha, Muhammad Faris Zulkifli, Mohd
Rodzi Embong, dan Mohd Nazli Mohd Noor dari Universiti Malaysia Terengganu
yang bertajuk Zakat: Optimum Economic Aid. Artikel tersebut membincangkan
berkenaan kepentingan ibadah zakat demi pembangunan ekonomi umat Islam.
Selanjutnya, penulis memberikan pendedahan mengenai zakat yang merupakan
salah satu cara untuk mengagihkan kekayaan yang dapat membantu mengurangkan
jurang ketidakseimbangan ekonomi masyarakat dalam negara. Selain itu, penulis juga
menghujahkan tentang kepentingan zakat kepada golongan asnaf yang memerlukan.
Artikel keempat adalah hasil tulisan Ahmad Rijalluddin bin Mohd Ramli yang
menerangkan tentang hukum pelaksanaan wakaf tunai menurut perbahasan para
ulama. Penulis turut menerangkan konsep wakaf tunai dan manfaat wakaf tunai
JURNAL PENGURUSAN JAWHAR 3JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
terhadap pembangunan dalam negara tanpa bergantung sepenuhnya kepada bantuan
kerajaan. Selain itu, artikel tersebut memberikan dalil-dalil yang membenarkan amalan
wakaf tunai.
Artikel kelima yang bertajuk The Development of Waqf Properties: A View From
Saudi Arabia merupakan hasil nukilan bersama Alqathama Helal Ghazi H, Hydzulkifli
Hashim Omar, Mohd Fauzwadi Mat Ali, dan Mohd Solehuddin Shuib. Artikel ini
membincangkan kategori wakaf harta yang boleh dimanfaatkan oleh masyarakat.
Penulis juga membincangkan perkembangan dan sejarah wakaf harta di negara Arab
Saudi.
Artikel keenam yang bertajuk Zakat in a nutshell adalah sumbangan Roshaiza
Taha membincangkan konsep pengurusan zakat dan kepentingan zakat dalam
pembangunan dan kesejahteraan ekonomi umat. Pada masa yang sama, penulis
menyatakan pentingnya keseimbangan pembahagian harta menerusi wakaf di samping
mengurangkan jurang kaya dan miskin dalam kalangan masyarakat hari ini.
Kesemua penulisan dalam Jurnal ini telah dipilih berdasarkan kajian dan penemuan
oleh pakar-pakar bidang teras JAWHAR yang mampu memberi impak praktikal
di dalam bidang wakaf, zakat, mal dan haji khususnya dan pentadbiran amnya.
Pihak editorial Jurnal Pengurusan JAWHAR turut mengambil kesempatan untuk
mengucapkan ribuan terima kasih kepada semua pihak yang terlibat khususnya kepada
penulis-penulis yang telah menyumbangkan penulisan untuk Jurnal ini. Semoga setiap
pandangan, cadangan, ulasan dan kritikan yang dihasilkan dikira sebagai amalan soleh
yang mendapat ganjaran di sisi ALLAH SWT jua hendaknya.
4 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
UMRAH: LURKING THE BUSINESS PROFITABILITY AND
ERADICATING FRAUDULENT IN THE INDUSTRY
by:
Mohd Faizal Bin Ab. Hamid¹
Norhayati Mohd Idris²
ABSTRACT
Umrah is an industry that records tremendous growth every year. The industry’s
potential is indeed enormous and capable to grow further to generate economic
prosperity for the Malaysian Muslims. The potential of this industry will never cease
as demands of act of worship in performing Umrah will never be exhausted. Statistics
released by the Saudi Hajj Ministry shows that in 1436H / 2015M, there were 202,538
umrah Pilgrims from Malaysia. This represents only 1.16% of the Malaysian Muslims.
From this alone, the industry is able to generate sales of RM992 million every year.
(Based on the floor price RM4900 set by the Umrah Regulatory Council in 2014).
Umrah is an act of devotion, obligatory on any capable Muslims. Umrah is also
relatively easier to perform compared to Hajj as Umrah neither has restricted quotas
nor time constraints. However, industry’s reputation became tarnished by fraud and
abuse, 2761 victims recorded from 2012 to 2015 by the Tribunal for Consumer Claims
Malaysia (TPPM) with accumulated loss amounting to RM15 million.
Using secondary data collection methods, this paper attempts to disseminate
information regarding the Umrah industry, steps to identify licensed and registered
companies, exposing the traps of the fraudulent Umrah package, as well as basis of
Muamalat in Umrah.
Keywords: Travel, Tourism Industry Act 1992, consumer rights and
responsibilities, ritual of umrah and umrah fraud package.
1 Jabatan Wakaf Zakat dan Haji JAWHAR JPM, e-mail faizal@jawhar.gov.my.
2 Institut Tadbiran Awam Negara INTAN, JPA, e-mail ihayati@intanbk.intan.my
JURNAL PENGURUSAN JAWHAR 5JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
INTRODUCTION
Umrah
1. Umrah literally is an act of pilgrimage, while the technical term is
referred to an act of visiting the House of Allah -Baitullah (Kaabah) to performcertain
act of worship including ihram, tawaf, sa’i and tahallul (shaving) inaccordance to
certain imposed conditions within a particular set of order. Umrah can be performed
at any time.
2. According to Imam Syafie r.a, Umrah is an obligatory act of worship imposed
upon Muslims, similar to Hajj, but with lesser rites and shorter duration. The view was
based on command of Allah in Al Quran:
And complete the Hajj and Umrah for Allah ... Al-Baqarah: 196
3. The act of Umrah according to Imam al-Syafi’i r.aas well as majority of scholars,
is only required once in a lifetime for those who can afford it, except those who had
taken their oath (nazar), he must then fulfil it.
Umrah industry in Malaysia
4. Every year the number pilgrims from Malaysia performing Umrah recorded a
significant increase. For the year of 1436H / 2015M there were 202,538 Umrah pilgrims
compared to 28,000 Umrah (quota) Hajj pilgrims.
3 Manual Pengurusan Perkhidmatan Umrah, JAWHAR, 2010
6 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
YEAR UMRAH PILGRIMS
2009H/1430M 80,301
2010H/1431M 93,497
2011H/1432M 136,000
2012H/1433M 155,000
2013H/1434M 175,000
2014H/1435M 185,000
2015H/1436M 202,538
Schedule 1: Numbers of Umrah Pilgrims from Malaysia from 2009 to 2015
(Source: Ministry of Hajj, Saudi Arabia)
5. This number translates into an industry’s sales worth at least RM992 million
every year (if using the minimum standard price of Umrah Package at RM4900 in 2014
imposed by the Umrah Regulatory Council – Majlis Kawal Selia Umrah :MKSU). These
are conservative figures as the similar packages were sold for an average of RM5500 in
early 2016. Using this price (RM5500) as an adopted indicator basis, Umrah industry
in Malaysia is worth of at least RM1.11 billion. It is expected that 5% of these proceeds
will generate positive inflows to the country’s economic amounting at least RM55.6
million per year.
6. The Ministry of Hajj of Saudi Arabia’s statistics shows that in 2015M / 1436H,
the influx of Umrah pilgrims from all over the world were 5,949,212. Out of this, 3.4%
were pilgrims from Malaysia.
7. With 202,538 Malaysian Umrah pilgrims thatrepresent only 3.4% from the
world population of Umrah pilgrims, it is still considered asa smallfigure and has
tremendous growth potential. Moreover, the Kingdom of Saudi Arabia has embarked
on the expansion projects to accommodate bigger number of congregation to the Holy
Land, in the new future.
8. Nationally, the number of Umrah pilgrims from Malaysia representing only
16.1% of the whole Malaysian Muslims (there were 17,375,794 Muslims in Malaysia
according to the 2010 population census). This ratio would even be smaller if compared
against the current number of Malaysian Muslims population. Compared to over 30
million people as the Malaysian total population (Department of Statistics 2015) the
ratio of Umrah pilgrims would just be 0.6%.
JURNAL PENGURUSAN JAWHAR 7JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
9. Beyond all this statistical numbers, it provides genuine conviction that the
Umrah industry would generate an economic potential as well as enormous profitability
provided that it is managed with professional, honest and prudent business conduct.
The overall projected business opportunities and return on sales of the industry could
be best extrapolated as follows:
Percentage numbers Numbers of Umrah Pilgrims Industry Size. (Projected
of Pilgrims vs Muslim from Malaysia (current and sales based on the current
population future projection) adopted indicator base
pricing at RM5500)
1.16% 202,538 RM 1,11 Billion
2% 347,519 RM 1,91 Billion
3% 521,274 RM 2,86 Billion
Schedule 2: Projected Sales Extrapolation of Umrah Package in Malaysia
Legal Framework of Umrah in Malaysia : Perception vs. Reality
10. In the Malaysian legal context, the management, licensing and monitoring of
the Umrah business operation is within the jurisdiction of the Ministry of Tourism and
Culture Malaysia (MOTAC). Umrah falls under the Outbound Licensing via virtue
of the act - the Tourism Industry Act 1992 and its regulations [AIP 1992 - Act 482]1.
Under the law, neither company nor any individual is allowed to operate/sell/deal/
transact the Umrah package/operation unless they were licensed by the act2.
11. At present, although Umrah is an act of devotion (ibadah) in Islam, there
are no specific religious authorities to regulate the affairs of Umrah. Legal provisions
relating to the management of Umrah in Malaysia are governed across various
agencies(as shown in schedule 3) with main responsibilities lies under MOTAC via the
provision of the act – AIP 1992.
4 Refers http://www.agc.gov.my/Akta/Vol.%2010/Akta_482.pdf
5 Outbound companies can be referred at http://www.motac.gov.my/en/check/tobtab
8 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
LEGAL FRAMEWORK AND AGENCIES IN CHARGE
BIL. AGENCIES IN CHARGE AUTHORITY / FRAMEWORK
1. Ministry of Tourism and Culture, Malaysia Tourism Industry Act 1992 (Act 482) and its
Regulations
2. Tribunal for Consumer Claims Malaysia Entity established under Section 85, Part XII
of the Consumer Protection Act 1999
3. Royal Malaysian Police Offenses in the Penal Code and the Anti-
Money Laundering and Anti-Terrorism
Financing Act 2001 (Act 613)
4. Enforcement Division, Ministry of Domestic Trade Descriptions Act 1972 (Act 87)
Trade, Co-operatives and Consumerism
(KPDNKK)
5. Companies Commission of Malaysia Companies Act 1965
(CCM)
Companies Commission of Malaysia Act
2001 (Act 614)
Schedule 3
Legal Framework and Jurisdiction of Agencies’ Authorities relating to Umrah
12. The misperception that Umrah is under a religious body has cause Malaysians
to inaccurately channel their complaints related to Umrah’s affairs. During series of
engagement and awareness session throughout the nation, conducted by the Department
of Awqaf, Zakat and Hajj (JAWHAR), it appears that majority of Malaysians were under
the impression that Tabung Haji is the sole authority to conduct the Umrah’s affairs and
responsible for Umrah’s matter. However this is entirely inaccurate as Tabung Haji’s
scope does not cover any Umrah’s affair (except those that being performed during or
immediate after the Hajj season under Tabung Haji). Tabung Haji is only responsible for
the affairs of the Hajj, and Fund Administration of the Pilgrims Welfare, as contained
in the Lembaga Tabung Haji Act 1995 [Act 535].
13. To cater for its Umrah’s customers as well as other tours, Tabung Haji has
established its subsidiary - TH Travel. TH Travel does not have its own Act and like
any other Travel and Tour companies that deals with outbound travel, the company is
subjected under the AIP in 1992.
14. In addition to the AIP 1992, Travel and Tour companies as well as Umrah
pilgrims from Malaysia are required to comply and conform to the rules and regulations
issued by the Government of Saudi Arabia as the custodian of the two Holy Land. This
JURNAL PENGURUSAN JAWHAR 9JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
includes among other, conditions and consular documentation, issuance of visas and
the use of the companies appointed by the Ministry of Hajj of the Kingdom of Saudi
Arabia (Muassasah).
15. With effect from 2011, the Saudi Arabian Embassy in Malaysia has stopped
issuing Umrah visas to any individual or company except only to those Travel and Tour
companies in Malaysia that has signed an agreement with the company appointed by
the Government of Saudi Arabia (Muassasah). In order to be appointed as Muassasah
operators, Malaysian Travel and Tours companies, among others, need to have valid
outbound license as well as depositing security deposit to the Government of Saudi
Arabia amounting to RM 250,000.
16. As of February 2016, only 49 Malaysian Travel and Tour companies had
obtained their Muassasah3status. The list of these companies is issued and updated
from time to time by the Embassy of Saudi Arabia. Hence users are advised to refer to
the i-Umrah portal of JAWHAR (www.jawhar.gov.my/umrah) for an updated list.
STATISTICAL FACTS OF FRAUD UMRAH CASE: AN INDICATOR
17. Despite the enforcement and monitoring under the existing act and regulations
of AIP 1992, Umrah fraud cases had recorded continuous increase on a yearly basis. It
has become a national issue featured widely in the local media as well as short drama
aired on TV for public awareness.
18. Among the common issues raised in relation to Umrah were stranded pilgrims,
Umrah services does not meet the offered advertisement, failure to obtain visas, flight
delays, and fraud Umrah packages by unlicensed individuals and companies. As of
August 2015, a cumulative loss of more than RM25 million, involving 2950 victims have
been reported to the Royal Malaysian Police (RMP) and the Tribunal for Consumer
Claims Malaysia (TPPM).
3 Refers www.jawhar.gov.my/umrah
10 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
CUMMULATIVE LOSS REPORTED TO RMP AND FILED WITH TTP
Source No of cases Loss (RM)
RMP 189 9,860,000
TTPM 2761 15,753,832
TOTAL 2950 25,613,832
Schedule 4: Claims and Reports related to Umrah Fraud Case with RMP and TTPM until Ogos
2015
FORFEITURE CLAIMS FILED UNDER TTPM
Year No of Cases Loss Amount (RM)
2012 381 2,713,109
2013 737 4,141,218
2014 605 3,983,488
2015 1,038 4,916,017
TOTAL 2,761 15,753,832
Schedule 5: Forfeiture Case and Amount filed with TTPM from 2012 until 2015
FORFEITURE CLAIMS REPORTED TO RMP
Year No of Cases Loss amount (RM)
2012 22 354,259
2013 67 2,719,656
2014 64 2,250,128
2015 36 4,535,957
Total 189 9,860,000
Schedule 6: Forfeiture claims related to Umrah reported to RMP from 2012 until 2015
JURNAL PENGURUSAN JAWHAR 11JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
BREAKDOWN OF CLAIMS BY STATE - TTPM
YEAR 2012 2013 2014 2015 CUMULATIVE
CLAIM CLAIM CLAIM CLAIM CLAIM
STATE CASE CASE CASE CASE CASE
AMOUNT AMOUNT AMOUNT AMOUNT AMOUNT
PERLIS 2 32,104 27 108,973 9 56,200 5 26,500 43 223,777
KEDAH 2 11,000 26 156,504 85 475,558 122 530,480 235 1,173,542
PULAU
1 4,747 24 113,853 20 135,770 137 694,046 182 948,416
PINANG
PERAK 10 38,000 31 231,308 166 771,638 210 834,003 417 1,874,949
SELANGOR 11 109,880 25 168,388 62 494,030 83 586,325 181 1,358,623
KUALA
90 554,315 386 1,875,817 90 553,339 259 1,030,958 825 4,014,429
LUMPUR
PUTRAJAYA 49 258,533 70 409,078 47 516,529 43 251,230 209 1,435,370
N. SEMBILAN 3 22,276 21 86,990 15 135,592 9 48,100 48 292,958
MELAKA 183 1,412,600 28 249,369 17 219,700 40 118,530 268 2,000,199
JOHOR 7 59,500 8 94,682 23 219,054 12 114,756 50 487,992
PAHANG 4 18,500 26 273,898 5 38,774 36 281,730 71 612,902
TERENGGANU 10 84,000 19 114,135 48 181,744 12 53,150 89 433,029
KELANTAN 9 107,654 45 249,559 17 179,610 70 346,209 141 883,032
SABAH 0 - 1 8,664 - - - - 1 8,664
LABUAN 0 - - - - - - - 0 -
SARAWAK 0 - - - 1 5,950 - - 1 5,950
JUMLAH 381 2,713,109 737 4,141,218 605 3,983,488 1,038 4,916,017 2761 15,753,832
Schedule 7: Breakdown of claims by States filed with TTPM from 2012 until 2015
19. These statistics clearly shown that the fraud Umrah packages case is on the
rise. Existing act and regulations are not fully effective to eradicate the fraud. Among
the reason cited was that the existing law requires full evidencing beyond reasonable
doubt before judgement could be passed as required under the act (whether AIP 1992
or Penal Code) could take place. Most of the cases, evidence is what is normally absent.
20. The truth and reality in many cases involving Umrah fraud package, the
victim was deceived or knowingly submitting a payment without having any clear
documentation. The victim handed over the payments on the basis of trust and
confidence without demanding any written evidence or proof. This includes paying
12 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
directly to the accounts of individuals rather than companies. Hence, the authorities
face a real challenges of producing evidence before any effective action could be made
as they have to act as prescribed by the act.
21. Up to January 2016, the number of company and compound amount that has
been issued under AIP 1992 is much lower than the losses and claims made by the
victim. From 2012 until January 2016, only 60 cases were reported to MOTAC with
compound of RM237, 000 were issued.
NO OF CASES REPORTED TO MOTAC4
YEAR CASE COMPOUND
2012 8 RM16,500.00
2013 25 RM80,000.00
2014 16 RM75,500.00
2015 10 RM60,000.00
2016 (January) 1 RM5,000.00
Total 60 RM 237,000.00
Schedule 8: Case and action taken by MOTAC under AIP 1992
FRAUD UMRAH PACKAGE UMRAH - HOW, WHO AND WHAT HAS
GONE WRONG.
22. There were three main forms of fraud that have been identified5.Other sub-
form of complaints categories were as schedule 9.
i. Fraud with the Intention Not to Conduct Any Service
ii. Service Not As Same As Promised
iii. Other Umrah Package Related Fraud (Scratch and win, sweepstakes,
lifetime card)
7 Action taken under AIP 1992
8 Source : TTPM
JURNAL PENGURUSAN JAWHAR 13JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
CATEGORIES OF COMPLAINTS
Schedule 9: Umrah Package Claims Category recorded from 2009 to 2013
23. Two main causes were identified as catalyst that had rise the statistic of Umrah
fraud package. The first one is the unscrupulous greed of the deceiving and profiteering
party while the second one is the weakness of the users themselves who fall prey to the
trap of cheap Umrah packages. Surely such fraudulent practices are strictly forbidden
in Islam. Despite clear reminder by Allah in Al-Baqarah verse 188, these forbidden act
of fraud and abuse still exist.
“And do not consume one another’s wealth unjustly or send it [in bribery] to the rulers
in order that [they might aid] you [to] consume a portion of the wealth of the people
in sin, while you know [it is unlawful]. Al-Baqarah:188
24. Utusan Malaysia had extensively covered the fraud and abuse within Umrah
industry in its expose6 in 2015.The reality is that within the industry, the unscrupulous
cunning person/party/syndicate does exist to deceive the victims with a variety of
manoeuvres in order to reap the illegal profits amounting tens of millions of ringgit.
The syndicate successfully siphoned a profit of RM8 Millions within less than a year
by carrying out their fraudulent activities on the victim through flight tickets. This
heartless syndicate execute their manoeuvre and deception without any bearing of
sympathy even on to the elderly or senior citizens.
9 Utusan Malaysia Online, 12 April 2015 :
http://www.utusan.com.my/berita/nasional/kaki-tipu-pakej-umrah-kaut-untung-puluhan-juta-1.80462
14 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
25. There were also cases where the Umrah pilgrims were left out and stranded at
the airport. This syndicate promoted Umrah packages via internet and customers need
only to register and complete their transaction online. Distribution of information
was only through Whatsapp and sms. This syndicate had attracted a large number of
victims due to its unbelievable low price and exclusivity as well as claim of special
sponsorship that reducing the cost of the Umrah package.
26. The syndicate’s tactics were highly customized and tailor-made to well suit the
victim and the targeted area. Some offered Umrah package with ridiculously low price,
sometimes even free of charge. The syndicate claimed that their Umrah package was
cheaper because it was sponsored by corporate bodies, political leaders, celebrities and
other uninformed sources. These people are always greedy hunting their prey.
27. To make things worse, there were also cases involving inter-companies
transactions between licensed and unlicensed company in obtaining Umrah’s Visa.
This has been identified as one of the causes that led to the increasing numbers of
fraud Umrah package and stranded pilgrims. As Umrah’s Visa can only be applied
by Muassasah companies registered with the government of Saudi Arabia, there were
some unethical party conspired with unlicensed party to issue the Visa. When any
troubles happened to the pilgrims, none will claim their responsibility.
28. In addition, the existing rules under the AIP 1992 AIP has its limitation and
constraints. This is because the AIP 1992 only accounts for control and monitoring
in Malaysia whereas the monitoring and enforcement in the Holy Land (Umrah in
Mecca and visit to Medina) are not governed by AIP 1992 jurisdiction as it is under
the jurisdiction of the Kingdom of Saudi Arabia, the Custodian of the Two Holy Land.
Furthermore, Umrah is an act of devotion and MOTAC is not the religious authority
that has its networks of cooperation with Saudi Arabia to monitor the Umrah activities
and the performance of Travel and Tour companies in the Holy Land.
29. The painful truth is that these fraud Umrah packages are difficult to be
eradicated without total cooperation and concerns form all parties, the Government,
the companies, industry players and even the mass public itself as the responsible
consumer.
JURNAL PENGURUSAN JAWHAR 15JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
UMRAH REGULATORY COUNCIL (MKSU): OUTLINING THE
CONTROLLING MECHANISME
30. To effectively address these problems, the Government has established
Umrah Regulatory Council (MKSU) on 28 August 2014. The Government has shown
its commitment in strategizing efforts and streamlining the regulatory authorities to
address the issues related the fraud Umrah package. This is timely as the issue involves,
affecting the international diplomatic bilateral relation between Malaysia and Kingdom
of Saudi Arabia as well as the sanctity of the Umrah as an act of devotion in Islam.
31. MKSU was established to focus on the controlling the Umrah operation and
eradicating fraud Umrah cases by introducing stricter conditions and imposing a
special license or sub-license for Umrah Travel and Tour Companies.
32. The establishment of MKSU was announced by the Minister of MOTAC7.
The Council is chaired by MOTAC under the virtue of the AIP 1992. Members of the
Council comprises of the following;
i. Department of Awqaf, Zakat and Hajj (JAWHAR);
ii. Ministry of Domestic Trade;
iii. Cooperatives and Consumerism (KPDNKK);
iv. Ministry of Foreign Affairs (KLN);
v. The Royal Malaysian Police (RMP);
vi. Companies Commission of Malaysia (SSM);
vii. The Malaysia Competition Commission (MyCC);
viii. Ministry of Transport (MOT);
ix. Mulitimedia Communications Commission (MCMC);
x. Lembaga Tabung Haji (TH);
xi. Malaysian Association of Travel and Tour Agents (MATTA); and
xii. Association of Bumiputera Travel and Tour Agents (BUMITRA).
33. The efforts to totally eradicate Umrah fraud cases were discussed in the
Council. MKSU’s terms of reference include:
10 https://www.youtube.com/watch?v=95Ou0GjAPeA
16 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
i. Establish regulatory mechanisms to control Umrah packages;
ii. Implement plan for the public awareness campaign;
iii. Monitor and integrate the enforcement status and investigation cases;
iv. Monitor the implementation of standard operating procedures (SOP) provided
by Matta and BUMITRA relating to Umrah packages; and
v. Monitor the implementation of the Travel and Tours Company’s service
standard in handling Umrah packages.
34. MKSU has also set a minimum indicator prices at RM4900 for Umrah Standard
Economic Package of 12 days 10 nights. This indicative price is among the basic litmus
test to determine the validity of an Umrah package. None of the companies are allowed
to sell Umrah Standard Economic Package below RM4900. Any sponsorship and
donations obtained to reduce the price of the package requires notification to MOTAC
and its endorsement for validation and MKSU’s approval to ensure that the package is
a fraud less. Licensed Muassasah companies are not allowed to sell only visa to another
company without any legitimate Umrah packages. These steps are taken to ensure that
the interest of the consumers and the Umrah pilgrims are being protected.
35. In addition to the above mentioned steps, the Government has also taken
measures to disseminate information relating to Umrah fraud package to increase social
awareness and ultimately translates into the reduction of Umrah fraud cases. Among
these measures are engagement and awareness session with the public throughout the
nation. An i-Umrah portal (www.jawhar.gov.my/umrah) was created as one stop centre
to view the list of Muassasah companies and other advice on Umrah related matters.
JAWHAR as a member of MKSU has developed an i-Umrah portal and further extend
it to android mobile application in Google Play8 for the benefit of the consumer and
especially the Umrah Pilgrims
36. The i-Umrah portal is extremely useful not only to the future candidates of
Umrah pilgrims (as it contains list of Muassasah Companies, guide on performing
Umrah - Manual Pengurusan Kesempurnaan Manasik) it is also beneficial to the
companies and industry as it provides related procedures for the legal framework of
Umrah operation in Malaysia (Manual Pengurusan Perkhidmatan Umrah). In addition,
the terms of reference of the Fourth Schedule in AIP 1992 (Appendix 1) is also available
to enable consumers to know their rights and responsibilities as a buyer of any tourism
packages.
11 https://play.google.com/store/apps/details?id=com.e_tokone.jawhar&hl=en
JURNAL PENGURUSAN JAWHAR 17JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
37. Both manuals - Manual Pengurusan Kesempurnaan Manasik and Manual
Pengurusan Perkhidmatan Umrah are available for free download in the i-Umrah
Portal. These manuals are highly useful for Travel and Tours Companies’ operators as
it spells out the procedures relating to the Umrah management and its pilgrims related
affairs as well as regulations and procedures imposed by the Kingdom of Saudi Arabia.
INTRODUCTION TO WAKALAH AL-UJRAH: BASIC MUAMALAT
IN UMRAH PACKAGE
38. Muamalat (plural of muamalah) in its linguistic terms are referred to
the regulations of buying and selling while technically it refers to any form of
communication and mutual agreement between people to solve their daily needs,
especially in matters related to trade and commerce9. Muamalat is a social-contract
that binds relationship of a variety of economic and non-economic activities. The basic
principles of Muamalat were formulated and formed to comply with the rules of sharia
for a mutually consented and transparent agreement in any legal trade transactions.
39. In the context of Umrah, the consumers, are defined as”al-Mustahlik”in its
Arabic term. The consumers are the pilgrims that purchase10 a service from a provider
for the purposes of performing Umrah in Mecca in accordance with any existing law,
whether in Malaysia or in the Holy Land.
40. As the service provided is to be performed in any foreseeable future (pay
today and Umrah will be performed later), the consumer has delegated to Travel and
Tour Company as his/her representative to manage everything all requirement and
preparation pertaining to the departure until the completion of Umrah. This includes
the clearance of documentation, visas, transport and accommodation, flight and
Umrah guides and advice until the consumer safe return from the Holy Land.
41. Within this context, the consumers and the companies are now bounded by
a sale contract through Wakalah al-Ujrah. Wakalah is a contract which involves one
party (the principal / Muwakkil) that delegates to another party (Wakil) for carrying
out certain tasks which are Shariah compliant, with certain wage/costs/commissions/
fees (Ujrah)11.
12 Aznan Hasan, Asas Syariah dalam Kewangan Islam, ms. 39.
13 Ibrahim Anis etl., al-Mu’jam al-Wasit, Majma’ al-Lughah al-Arabiah, Kaherah, 1961, Maddah Ha la ka, jil. 2,
hlm. 991.
14 Bank Negara Malaysia: Shariah Issues In Relation to the Operations of Supporting Institutions In Islamic
Finance - http://www.bnm.gov.my/microsites/financial/pdf/resolutions/10_part04.pdf
18 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
42. Nevertheless, in reality and current practical conduct, there is usually no
contract agreement be made between the consumer/pilgrim and the company.
Practically the company will issue a receipt to confirm that the booking has been made
and the contract services occurs when the consumer/pilgrim agrees to the terms and
conditions set forth in the company’s advertising / book / website. This terms and
conditions is then used as reference that binds the service agreement between the
consumer/pilgrims and the company.
Consumer’s responsibility
43. Even though the consumer/pilgrimhas made payment to acquire the Umrah
service, he/she is not free from its duties and responsibilities as a consumer. The duties
and responsibilities as a consumer, among other will include the following;
i. Understand the terms and conditions as set out in the Fourth Schedule
of AIP 1992 (sub paragraph 6 (l) (m) (ii)) – Regulations of the Tourism
Industry (Business Tourism and Business Travel Agencies), the Standard
Terms and Conditions. These terms include the rights of consumers and
sellers to reservations, deposits, cancellations and changes in prices;
ii. Select Umrah companies that has been duly endorsed by the Government
of Saudi Arabia (Muassasah) or at the very least having an outbound
license;
iii. Review and compare the prices of the packages offered by the Umrah
companies. The price must not be less than RM4900;
iv. Review the background and experience of the companies;
v. Aware of the information regarding flights, transit or direct;
vi. Aware of the accommodation arrangement by the company, its distance,
and location;
vii. Ensure that all payments are made directly to the account of a legitimate
company, even though consumer is using the service of the company man-
agers or agents;
viii. Ensure that all payments received receipts and properly keep the receipts
and documents; and
ix. Ensure that at the very least all information stipulated in Appendix 2 is
available.
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Company’s Responsibility
44. The company that provides Umrah package, is a paid (ujrah) representative
appointed by the customers/pilgrims for their services. The company has its
responsibilities namely to ensure that the consumers/pilgrims could perform their
Umrah at their level best. Consular documentation, visa attestation, transportation
and accommodation, flight arrangement and most importantly the rules for the act
of devotion in performing Umrah are being fully complied to ensure the perfection of
ibadah (mabrur).
45. As the representative to the consumer/pilgrim, full execution of the company’s
roles and responsibilities are crucial. Among other things they are responsible for:
i. Comply all aspects of AIP 1992 and its related regulation, 6 (1A) Regulations
Tourism Industry (Business Tourism and Business Travel Agencies), 1992;
ii. Ensure validity of outbound license outbound and where possible to
striving for the Muassasah status;
iii. Advance booking of accommodation and transportation in Makkah and
Madinah and other places contained in the advertised Umrah packages;
iv. Ensure that consumer/pilgrim is covered under the Umrah Takaful Scheme
for emergencies, illness and death;
v. Provide clear terms and conditions of the agreement containing the relevant
Umrah itineraries (tables, packages and remedy of dispute/damages) in the
event of misconduct or default by the company or consumer)
vi. Appoint representative to manage the consumer/pilgrim that travels
together with the group to assist in storage and transport to and from the
airport for the entire duration of the trip;
vii. Provide food and drink to the congregation in the event of flight delays
assist consumer who are old or sick;
viii. Provide Umrah guidance courses;
ix. Avoid any unlawful transaction, which is prohibited by Islamic law; and
x. Always honouring the advertised brochure and sale and purchase
agreement.
20 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
46. The company’s roles and responsibility in providing excellent and lawful
services to the consumer are indeed a challenging one. The company has to foresee
and deals with the challenges by the congregation of pilgrim that involve managing
expectation as well as the regulations in the Kingdom of Saudi Arabia. Consumer
demands beyond the terms and conditions of the package, ills and sickness, cancellation
and death are part of the challenge for any Umrah companies. However, subject to
the extent stipulated in the package, this challenge needs to be resolved and all
advertisement and promise need to be honoured as it is a trust. As Allah has command
not to betray the trust:
“O you who have believed, do not betray Allah and the Messenger or betray your
trusts while you know [the consequence]” Al-Anfal: 27.
“O you who have believed, fulfil [all] promises/contracts,” Al-Maidah: 1
“Woe to those that deal in fraud, those who, when they have to receive by measure
from men, exact full measure, but, when they have to give by measure or weight
to men, give less than due. Do they not think that they will be called to account?”
Al-Mutaffifin:1-4
47. Company operators who fear Allah and seek to perfect their work and business
dealings with what is acceptable to Him will be rewarded by Allah. Those who cheat,
lie, breach their trust, reduced weights and measures and so on, will receive a heavy
punishment.
48. All Umrah companies are bounded by AIP 1992 locally and the regulations
enforced by the Government of Saudi Arabia and the Saudi Arabian Embassy in
Malaysia. Failure to comply with these terms and conditions could cause the company
to refund the consumer’s money, pay compensation, subjected to be compound and
even revocation of licenses and prosecuted. Companies that violate the rules will be
blacklisted by MOTAC. Muassasah companies could lose their security deposit and
be blacklisted by the Kingdom of Saudi Arabia should they violate any rules and
regulations.
49. For any other companies or individuals who operate illegally and deceive
consumers, they are actually the ones who ordered the wrath of Allah. Apart from
the due punishment in the Hereafter, they also face the punishment under the law.
This group is liable to prosecution for doing illegal business and is subjected to severe
punishment under the Penal Code which carries an imprisonment.
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PROCEDURE TO FILE A CASE IN TRIBUNAL FOR CONSUMER
CLAIMS MALAYSIA
50. Despite all the efforts by all parties to uphold their promise and responsibility
in ensuring the smooth running of Umrah affairs, certainly there will a fraction of an
event that result in the dispute and conflicts. If amicable settlement could not be resolved
(possibly due to conflicting terms and service, the absent of specific settlement clause
in the contract, or simply the refusal of both sides to amicably settle their dispute) there
is an alternative channel for consumers to make a claim and get their fair judgement
and award if the case is legitimate.
51. The Tribunal for Consumer Claims, Malaysia (TTPM) is an independent
body established Under Section 85, Part XII of The Consumer Protection Act 1999.
The Tribunal operates under the Ministry Of Domestic Trade, Co-Operatives and
Consumerism. The primary objective of the Tribunal Is to provide an alternative
forum for consumers to file claims in a simple, inexpensive and speedy manner. It has
the authority to trial claims not exceeding RM 25,000.00. However, the tribunal does
not have jurisdiction in the case of land / land titles, wills / goodwill/ trade secrets,
intellectual property, claims exceeding RM 25,000.00, and claims of injury and death.
52. Consumers can file their claims online or enquire about their cases at 1-800-
88-9811. They also can file their case at any of the Tribunal branch nationwide. The
details of the process could be referred to TTPM’s website - ttpm.kpdnkk.gov.my
or through the filing of the case via e-Tribunal. For complaints involving outbound
companies, complaints should also be copied to MOTAC. However if there is an
element of deception or conducted by illegal companies/individuals, consumers are
advised to lodge police report at any police station nearby as this would involve offenses
under Penal Code. The Tribunal filing process is summarised below;
22 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
CONCLUSION
In the pursuit of Muslims passion in performing the act of devotion and worship in
Umrah, it is first and foremost would be important and beneficial for Muslims to reflect
the command of Allah. Behold, Allah has reminded and warned us in Al-Baqarah 195:
And spend in the way of Allah and do not throw [yourselves] with your [own] hands
into destruction [by refraining]. And do good; indeed, Allah loves the doers of good
JURNAL PENGURUSAN JAWHAR 23JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
There are various lesson could be derived from this verse, both to the company and
consumer/pilgrims. In the context of Umrah, certainly, there is no objection to the
costs and package, provided it is within the consumer. However, Allah has fore warned
not to throw [yourselves] with your [own] hands into destruction by refraining to
carry out proper assessment before purchasing any Umrah packages and subsequently
conspiring with the fraud Umrah companies/package.
Hence, both parties need to improve their conduct and action. Either to fulfil the
responsibility as entrusted company (Wakil), or to submit to Allah’s will is please
with its test, and even to exercise the right to complain, sue and get a defence against
misconduct or agreement as a consumer, all these are indeed a part of challenge in
perfecting code of conduct for Allah. Indeed, umrah is an act of worship (ibadah) and
every act of worship (ibadah) is a test by Allah to measure and reward His righteous
servants.
In deliberating the true form of an act of worship (ibadah) an influential religious
leader and a reformer scholar (Mujaddid), Shah Wali Allah al-Dahlawi (born 1703)
has outlined four basic characteristics that can drive the individual, organizational
life, society and state affairs, which can be applied in the service of muamalat umrah
packages. The four basic characteristics areTaharah, Ikhbat, Samahah and Adalah is
further explained as follows:
i. Thoharah –Holistic Purification of Physical and Soul. Umrah itself seeks
to purify individual selves. Therefore, the application of Thoharah is able
to strike a balance and harmonious state between the companies and
the consumers while at the same time avoiding any fraud and deceit in
Muamalat. Mastering these features is a precondition for the purification
of the soul as advocated by the Quran:
“He has succeeded who purifies it.And he has failed who instills it
[with corruption]”12 (Ash-Shams: 9-10)
ii. Ikhbat - Total obedience and surrender to Allah. Upholding the truth
through obedience to Allah. By understanding Ikhtibat, individuals or
companies that deals with umrah packages will ensure that the business is
conducted in full accordance with ethical and legal principles outlined by
the teachings of Islam (Syariah).
iii. Samahah - Tolerance and love amongst mankind. This are amongst the
importance value in social life. Application of this value could deter evil,
deception and tricks in the affairs of muamalat umrah packages.
15 As-Syams 91:9-10
24 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
iv. Adalah –Repentance and fair. As His creations, we are weak servant of
Allah that will be pleased and surrendered to His trials and mercy. As for
the companies owners, Adalah will redirect them to be impartial and fair
in their business dealings and good conduct. Allah has commanded in
Al-Quran
“Indeed, Allah orders justice and good conduct and giving to relatives and forbids
immorality and bad conduct and oppression. He admonishes you that perhaps you
will be reminded.” 13(An-Nahl: 90)
Hopefully this article manages to give some exposure to the reader, and benefited
Muslims by preventing them from becoming another victim of fraud Umrah packages.
May Allah blesses this effort and may all pilgrims be awarded with Umrah mabrurah
- Amin
16 An-Nahl 16:90
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REFERENCE
Aznan Hasan, Asas Syariah dalam Kewangan Islam,ms. 39.
Manual Pengurusan Perkhidmatan Umrah, JAWHAR, 2010
Akta Industri Pelancongan 1992:
http://www.agc.gov.my/Akta/Vol.%2010/Akta_482.pdf
Ibrahim Anis etl., al-Mu’jam al-Wasit, Majma’ al-Lughah al-Arabiah, Kaherah, 1961,
Maddah Ha la ka, jil. 2, hlm. 991.
Bank Negara Malaysia: Shariah Issues In Relation to the Operations of Supporting
Institutions In Islamic Finance - http://www.bnm.gov.my/microsites/financial/pdf/
resolutions/10_part04.pdf
Sahih Muslim
Al-Ghazali Maqasid Syariah
Tribunal Tuntutan Pengguna Malaysia
https://play.google.com/store/apps/details?id=com.e_tokone.jawhar&hl=en
www.motac.gov.my
www.jawhar.gov.my/umrah
https://www.youtube.com/watch?v=95Ou0GjAPeA
26 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
Appendix 1
JADUAL KEEMPAT
(Sub perenggan 6 (l) (m) (ii) )
AKTA INDUSTRI PELANCONGAN
PERATURAN-PERATURAN INDUSTRI PELANCONGAN
(PERNIAGAAN PENGENDALIAN PELANCONGAN DAN
PERNIAGAAN AGENSI PENGEMBARAAN) 1992
TERMA DAN SYARAT SERAGAM BAGI PAKEJ PELANCONGAN KE
LUAR NEGERI
1. Deposit Pelancongan
Deposit maksimum sebanyak 25% daripada tambang pelancongan setiap
orang mesti dibayar sebagai yuran penempahan. Bakinya atau bayaran
penuh mesti dibuat dalam masa 14 hari sebelum tarikh berlepas bagi
pakej pelancongan Pengembara Perseorangan (FIT) dan 21 hari bagi pakej
pelancongan berkumpulan. Kegagalan untuk mematuhi kehendak ini boleh
mengakibatkan pembatalan penempahan dan pelucut akan deposit.
2. Caj Pindaan
2.1. Bagi Pakej Pelancongan Pengembara Perseorangan (FIT)
2.1.1. Apabila pengesahan pelancongan sudah dibuat, apa-apa perubahan yang
dibuat kemudiannya kepada penempahan itu akan dikenakan caj pindaan
sebanyak RM50.00 seorang bagi setiap perubahan.
2.1.2. Tiada perubahan boleh dibuat dalam masa 8 hari bekerja sebelum tarikh
berlepas.
2.1.3. Perubahan seluruh tempahan merupakan pembatalan tempahan asal dan
tertakluk kepada caj pembatalan seperti yang ditakrifkan dalam dasar
pembatalan (lihat fasal 3.1 - untuk pakej pelancongan FIT).
JURNAL PENGURUSAN JAWHAR 27JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
2.2. Bagi Pakej Pelancongan Berkumpulan
2.2.1. Apabila pengesahan pelancongan sudah dibuat, tiada perubahan kepada
tempahan boleh dibuatkan dalam masa 14 hari sebelum tarikh berlepas.
2.2.2. Walaubagaimanapun, apa-apa permintaan daripada mana-mana anggota
untuk membuat apa-apa perubahan supaya dapat pulang lebih awal atau
kemudian daripada kumpulannya, tertakluk kepada syarat masing-masing
syarikat penerbangan.
2.2.3. Perubahan seluruh tempahan merupakan pembatalan tempahan asal.
3. Caj Pembatalan Bagi Pembatalan Yang Dibuat Oleh Anggota Pelancongan
3.1. Bagi Pakej Pelancongan FIT
3.1.1. Pembatalan tempahan mesti dibuat secara bertulis untuk mengelakkan salah
faham. Jika syarikat menerima notis untuk membatalkan tempahan itu 30
hari atau lebih sebelum tarikh berlepas, fi pentadbiran minimum sebanyak
RM50.00 atau 10% daripada deposit pelancongan (mengikut yang mana-
mana yang lebih rendah) seorang akan dikenakan.
3.1.2. Jika notis pembatalan itu diterima 29 hari atau kurang sebelum tarikh berlepas
caj yang berikut akan terpakai:
Pembatalan Diterima Caj Pembatalan Bagi Setiap Orang
50% daripada deposit pelancongan
15-29 hari bekerja sebelum tarikh berlepas
20% daripada tambang; pelancongan
8-14 hari bekerja sebelum tarikh berlepas
3-7 hari bekerja sebelum tarikh berlepas 40% daripada tambang pelancongan
2 hari bekerja atau kurang sebelum tarikh 100% daripada tambang pelancongan
berlepas
28 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
3.1.3 Dasar pembatalan masing-masing syarikat penerbangan mengenai promosi
tambang istimewa hendaklah terpakai sebagai tambahan kepada caj
pembatalan seperti yang dinyatakan dalam fasal 3.1.2 I (Catatan: Tiket
penerbangan adalah terhad dan tertakluk kepada Terma dan Syarat Syarikat
Penerbangan. la mungkin tidak boleh diendorskan, tidak boleh dikeluarkan
semula, tidak boleh diberi bayaran balik dan tidak boleh dipindahkan laluannya.
Apa-apa pindaan kepada laluan atau perubahan tarikh perjalanan oleh mana-
mana penumpang adalah semata-mata atas risiko beliau sendiri. Syarikat atau
ejen bersekutunya tidak bertanggungjawab atas apa-apa kerumitan yang timbul
dan perbelanjaan yang dilakukan. Walaubagaimanapun, apa-apa bayaran
balik yang dibuat oleh mana-mana syarikat penerbangan untuk pembatalan
yang dibuat 2 hari bekerja atau kurang sebelum hari perjalanan bagi tambang
bukan promosi hendaklah dibayar kepada anggota pelancongan selepas ditolak
apa-apa caj pentadbiran yang ditanggung oleh syarikat pelancongan).
3.2 Bagi Pakej Pelancongan Berkumpulan
3.2.1 Pembatalan tempahan perlu mesti secara bertulis untuk mengelakkan salah
faham. Jika syarikat menerima notis untuk membatalkan tempahan itu 45
hari atau lebih sebelum tarikh berlepas, fi pentadbiran minimum sebanyak
RM30.00 atau 2% daripada tambang pelancongan (mengikut yang mana-
mana yang lebih tinggi) seorang akan dikenakan.
3.2.2 Jika notis pembatalan diterima 44 hari atau kurang sebelum tarikh berlepas,
caj yang berikut akan terpakai:
Pembatalan Diterima Caj Pembatalan Bagi Setiap Orang
Perlucuthakan deposit pelancongan
22-44 hari bekerja sebelum tarikh berlepas
5-21 hari bekerja sebelum tarikh berlepas 35% daripada tambang pelancongan
8-14 hari bekerja sebelum tarikh berlepas 50% daripada tambang pelancongan
75% daripada tambang pelancongan
3-7 hari bekerja sebelum tarikh berlepas
2 hari bekerja atau kurang sebelum tarikh
100% daripada tambang pelancongan
berlepas
JURNAL PENGURUSAN JAWHAR 29JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
3.2.3 Dasar pembatalan masing-masing syarikat penerbangan bagi promosi tambang
istimewa hendaklah terpakai sebagai tambahan kepada caj pembatalan seperti
yang dinyatakan dalam fasal 3.2.2. (Catatan: Tiket kapal terbang adalah terhad
dan tertakluk kepada Terma dan Syarat Syarikat Penerbangan. la mungkin tidak
boleh diendorskan, tidak boleh dikeluarkan semula, tidak boleh diberi bayaran
balik dan tidak boleh dipindahkan laluan. Sebarang pemindaan kepada laluan
atau pertukaran tarikh perjalanan adalah atas risiko beliau sendiri. Syarikat
atau ejen bersekutunya tidak bertanggungjawab atas apa-apa kerumitan yang
timbul dan perbelanjaan tambahan yang tertanggung).
4. Pembatalan Oleh Syarikat
4.1. Pakej Pelancongan FIT
4.1.1. Syarikat berhak untuk membatalkan pelancongan jika berlaku bencana alam,
perang, mogok, rusuhan atau atas arahan Kerajaan Malaysia yang di luar
kawalan syarikat.
4.1.2. Syarikat hendaklah mengesyorkan pelancongan alternatif, sebaiknya
ke destinasi yang sama atau pelancongan lain. Sekiranya penumpang
memutuskan untuk tidak menerima pelancongan alternatif, semua wang
yang telah dibayar akan dibayar balik kepada penumpang selepas ditolak fi
pentadbiran yang kena dibayar.
4.2. Pakej Pelancongan Berkumpulan
4.2.1. Syarikat berhak membatalkan pelancongan jika berlaku bencana alam,
perang, mogok, rusuhan atau arahan Kerajaan Malaysia yang di luar kawalan
syarikat.
4.2.2. Syarikat hendaklah mengesyorkan pelancongan alternatif, sebaiknya
ke destinasi yang sama atau pelancongan lain. Sekiranya penumpang
memutuskan untuk tidak menerima pelancongan alternatif itu, semua wang
yang telah dibayar akan dipulangkan kepada penumpang selepas ditolak fi
pentadbiran yang kena dibayar.
4.2.3. Jika keadaan memerlukan syarikat membatalkan lawatan disebabkan
oleh kekurangan penumpang atau ketidakmampuan untuk memperoleh
kemudahan pengangkutan atau penginapan, syarikat akan memulangkan
semua wang yang telah dibayar dan juga membayar pampasan seperti yang
berikut:
30 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
Pembatalan Diterima Caj Pembatalan Bagi Setiap Orang
Bayaran balik penuh tambang
8-14 hari bekerja sebelum tarikh
pelancongan dan pampasan sebanyak
berlepas
RM50.00
Bayaran balik penuh tambang
1 -7 had bekerja sebelum tarikh
pelancongan dan pampasan sebanyak
berlepas
RM75.00
Bayaran balik penuh tambang
Pada hari berlepas pelancongan dan pampasan sebanyak RM
100.00 seorang
5. Dokumen Perjalanan
5.1. Tanggungjawab Anggota Pelancongan
Anggota pelancongan mestilah mempunyai :
(a) pasport antarabangsa atau dokumen perjalanan diiktiraf yang lain
yang sepatutnya sah bagi tempoh sekurang-kurangnya 6 bulan dari
tarikh kepulangan semula ke negara asal;
(b) visa yang perlu dan perakuan vaksinasi dan kesihatan yang
dikehendaki oleh pelbagai pihak berkuasa negara yang hendak
dilawati.
5.2. Tanggungjawab Syarikat
Syarikat mengaku janji untuk:
(a) menasihati anggota pelancongan mengenai dokumen yang
diperlukan
(b) mana-mana mungkin, syarikat akan membantu penumpang untuk
memperoleh visa yang sesuai.
Walau bagaimanapun, syarikat tidak dapat menjamin kelulusan mana-mana
permohonan visa.
JURNAL PENGURUSAN JAWHAR 31JABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
5.3. Fi dan Caj Yang Relevan
Caj perkhidmatan dan fi visa hendaklah ditanggung sepenuhnya oleh anggota
pelancongan.
5.4. Penolakan Visa atau Dokumen Perjalanan
Jika atas apa-apa sebab, permohonan visa atau permit keluar yang perlu
ditolak, tambang pelancongan selepas ditolak fi pentadbiran akan dibayar
balik.
5.5. Penolakan Kemasukan
Syarikat tidak boleh dipertanggungjawabkan atau menanggung liabiliti bagi
apa-apa perbelanjaan, bayaran ganti atau bayaran balik tambang pelancongan
jika mana-mana anggota pelancongan tidak dibenarkan masuk atau
dideportasikan oleh pihak berkuasa imigresen kerana memiliki barang yang
menyalahi undang-undang atau memegang dokumen perjalanan yang tidak
wajar atau sebab-sebab lain atau yang kelakuan dan aktivitinya dianggap oleh
kerajaan asing itu boleh mendatangkan keburukan.
6. Maklumat Lawatan dan Harga
(1) Harga yang ditunjukkan ialah harga semasa pada masa penerbitan.
Maklumat lawatan dan senarai harga merupakan sebahagian
daripada brosur. Harga tertakluk kepada pertukaran yang disebabkan
oleh kenaikan tambang kapal terbang, kos pengangkutan lain,
kadar hotel, kadar pertukaran mata wang asing, cukai kerajaan dan
sebagainya. Oleh itu, syarikat berhak menaikkan harga dengan syarat
ia mernberitahu pelanggan dengan sewajarnya sebelum pengesahan
pelancongan dibuat.
(2) Syarikat berwaad bahawa perkara-perkara yang berikut dimasukkan
ke dalam tambang pelancongan :
(a) Tiket kapal terbang pergi balik, tidak termasuk semua cukai
lapangan terbang dan apa-apa cukai yang terpakai.
(b) Penginapan hotel, berdasarkan:
(i) dasar berkongsi (dua orang sebilik) ;
32 JURNAL PENGURUSAN JAWHARJABATAN WAKAF, ZAKAT & HAJI (JAWHAR) MALAYSIA
(ii) tambahan seorang (orang yang menginap
bersendirian — orang itu hendaklah membayar
tambahan seorang); dan
(iii) berkongsi tiga (tiga orang melancong bersama).
Bagi kumpulan yang terdiri daripada 3 orang, tempat
penginapan adalah berdasarkan tiga orang berkongsi satu
bilik di mana-mana berkenaan.
Tambang pelancongan kanak-kanak sebagaimana yang
diiklankan adalah berdasarkan kanak-kanak yang berumur
2 tahun tetapi tidak melebihi 12 tahun, yang berkongsi bilik
kembar dengan dua orang dewasa.
(c) Semua makanan, lawatan bersiar-siar dan perkara lain
sebagaimana yang dinyatakan dalam jadual perjalanan.
(d) Semua lawatan bersiar-siar dan pemindahan adalah
berdasarkan tempat duduk dalam bas.
(3) Perkara-perkara yang tidak termasuk dalam tambang pelancongan
ialah:
(a) dobi;
(b) makanan dan minuman yang tidak terdapat dalam menu lazim;
(c) rombongan pilihan;
(d) upah mengangkat barang di lapangan terbang dan hotel; dan
(e) semua perkara persendirian.
7. Bayaran Balik Untuk Perkhidmatan Yang Tidak Digunakan
Tiada bayaran balik atau pengurangan harga akan dibuat kepada mana-mana
anggota berkenaan dengan tambang kapal terbang, penginapan, makanan,
lawatan bersiar-siar, pengangkutan atau mana-mana perkhidmatan lain yang
termasuk dalam tambang tetapi tidak digunakan oleh anggota pelancongan
atas sebab peribadi.
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